Manager, Strategic Services

About the role:

The Resident Consultant team partners closely with Samsara’s enterprise customers to understand their business and unique challenges, advise them on how to best leverage the platform to meet their goals, and, ultimately, guide them to continuously realize business value from our solutions and services. We are the trusted advisor to our enterprise customers, managing the customer lifecycle once onboarding is complete through adoption, advocacy, and renewal.  

As the manager of the Resident Consultant team, you will manage a team of Resident Consultants while also enhancing and scaling our service offering. This role requires a blend of strategic thinking, strong leadership, and a passion for customer satisfaction to drive successful outcomes for our customers.

This role is open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. This role is also open to candidates residing in Canada. 

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

• Ensure ongoing success and value realization for Samsara’s enterprise customers who utilize Samsara’s Resident Consultant services.
• Define and execute long-term strategies for the Resident Consultant team that support Samsara’s commitment to providing excellent service.
• Find and grow the next generation of Resident Consultants at Samsara. 
• Keep executives informed of progress and advocate for change when needed. 
• Lead from the front with a willingness to get your hands dirty.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
• Hire, develop, and lead an inclusive, engaged, and high-performing team.

Minimum requirements for the role:

• 8+ years in Customer Success, account management, or consulting.
• 3+ years in management positions, including recruiting and retaining top talent.
• Experience with $1M+ ACV customers.
• Experience with Enterprise SaaS.
• Ability to travel within the United States for customer meetings and events (up to 25%).
• Experience in structured value delivery to achieve measurable business outcomes, utilizing a defined engagement methodology.
• Exceptional executive stakeholder management and communications, emotional intelligence, and prioritization given customer VP+ engagement and internal visibility of this role, including Samsara’s C-suite.
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders from customer executives to day-to-day users of our solutions and internal teams such as Sales, Product and Engineering, and Finance.
• Solutions-focused with strong problem-solving skills and a bias for action.
• Ability to think big while also executing with excellence.
• Self-starter who takes initiative and thrives in a fast-paced, change-heavy environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Demonstrated ability to foster an inclusive team environment that values diverse perspectives​.
• Bachelor's degree from a 4-year institution.

An ideal candidate also has:

• Led a team where each team member managed a portfolio of 8-20 accounts.
• Experience using Gainsight.
• Passion for going above and beyond the call of duty for their customers and team members.
• Proven track record of partnering with account executives to develop and execute commercial expansion strategies.
• Strong program management experience.
• Strategic consulting experience.